Positive approaches to enhance customer-focused knowledge sharing culture in a financial services organisation

Abstract

This case study demonstrates the use of appreciative sharing of knowledge (ASK) approach for creating and sustaining a customer-focused organisation development culture in one of the largest financial services company in Finland. The positive approach to creating a knowledge sharing culture effectively addressed the resistance to change process inherent in any organisational change intervention. The study extracted the core values and knowledge enablers that were the foundation for the growth of the organisation. Using individual and group interviews the authors collected and analysed data for generating actionable recommendations at the individual, group, and organisational level. At the individual level, the capacity to reframe to see the positive, a component of Appreciative Intelligence®, was important. The case study is also a good example of using appreciative inquiry as a knowledge management tool.